Genesys Cloud - Main

Hello all!

Hope everyone is doing well.

Our team is looking to change the ringing to on-hold music when a user is being Transferred to Group. So far, all we've seen is the ability to change on-hold music but we haven't found a way to swap the ringing to music. Would this be possible?

Thank you!
Dianne
#Telephony
#Unsure/Other

That would be a queue.  You would need to have GC licenses to answer these calls.  That is the purpose of the ACD and if Genesys added queuing to Groups, who would purchase GC licenses.  There has to be a distinction somewhere and in their eyes, Queues hold calls with music and Groups ring people with ringing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-01-2022 16:12
From: Dianne Gabriel
Subject: Change group ringing to group on-hold music

Hello all!

Hope everyone is doing well.

Our team is looking to change the ringing to on-hold music when a user is being Transferred to Group. So far, all we've seen is the ability to change on-hold music but we haven't found a way to swap the ringing to music. Would this be possible?

Thank you!
Dianne
#Telephony
#Unsure/Other

Hello Robert,

Thank you for clarifying. I am new to Genesys and still learning. I really appreciate it!

Another question, is there a way to control the number of ringing when we use Transfer to Group? We found that it would ring about 2-3 times then move on to failure. We're hoping there's a way to modify that.

Thank you,
Dianne
Original Message:
Sent: 02-01-2022 22:17
From: Robert Wakefield-Carl
Subject: Change group ringing to group on-hold music

That would be a queue.  You would need to have GC licenses to answer these calls.  That is the purpose of the ACD and if Genesys added queuing to Groups, who would purchase GC licenses.  There has to be a distinction somewhere and in their eyes, Queues hold calls with music and Groups ring people with ringing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-01-2022 16:12
From: Dianne Gabriel
Subject: Change group ringing to group on-hold music

Hello all!

Hope everyone is doing well.

Our team is looking to change the ringing to on-hold music when a user is being Transferred to Group. So far, all we've seen is the ability to change on-hold music but we haven't found a way to swap the ringing to music. Would this be possible?

Thank you!
Dianne
#Telephony
#Unsure/Other

Yes, in the group setup there is the number of rings per agent and the number of times to rotate. 



Also, in the Transfer to Group tool, you can specify the timeout.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-02-2022 10:35
From: Dianne Gabriel
Subject: Change group ringing to group on-hold music

Hello Robert,

Thank you for clarifying. I am new to Genesys and still learning. I really appreciate it!

Another question, is there a way to control the number of ringing when we use Transfer to Group? We found that it would ring about 2-3 times then move on to failure. We're hoping there's a way to modify that.

Thank you,
Dianne
Original Message:
Sent: 02-01-2022 22:17
From: Robert Wakefield-Carl
Subject: Change group ringing to group on-hold music

That would be a queue.  You would need to have GC licenses to answer these calls.  That is the purpose of the ACD and if Genesys added queuing to Groups, who would purchase GC licenses.  There has to be a distinction somewhere and in their eyes, Queues hold calls with music and Groups ring people with ringing.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-01-2022 16:12
From: Dianne Gabriel
Subject: Change group ringing to group on-hold music

Hello all!

Hope everyone is doing well.

Our team is looking to change the ringing to on-hold music when a user is being Transferred to Group. So far, all we've seen is the ability to change on-hold music but we haven't found a way to swap the ringing to music. Would this be possible?

Thank you!
Dianne
#Telephony
#Unsure/Other

What I played around with a couple of years ago - with limited success - was having the call go to a queue (with no agents associated to it).   In the in-queue call flow you have it play your hold music for x seconds, then do a transfer to group action... on failure/no answer of that the call would come back to the in-queue flow again out the failure path of that transfer to group action.

You'd definitely want to test this though as I remember one of the main issues was that agents in group ring lists get alerted while they're on a call if they're not manually set to busy.  If they don't answer that second call they get marked as unavailable/not responding for that particular interaction.  So even if they then go available again they won't get targeted for the call again.  There may have been other issues but the messy nature of the setup meant I walked away from it in disgust :)  Only benefit is it will give you that hold music experience you're after.

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 02-01-2022 16:12
From: Dianne Gabriel
Subject: Change group ringing to group on-hold music

Hello all!

Hope everyone is doing well.

Our team is looking to change the ringing to on-hold music when a user is being Transferred to Group. So far, all we've seen is the ability to change on-hold music but we haven't found a way to swap the ringing to music. Would this be possible?

Thank you!
Dianne
#Telephony
#Unsure/Other

Hello Vaun,

Thank you for your suggestion! We tried it and it works and we're applying it to our groups.

Much appreciated!

Best regards,
Dianne
Original Message:
Sent: 02-01-2022 23:24
From: Vaun McCarthy
Subject: Change group ringing to group on-hold music

What I played around with a couple of years ago - with limited success - was having the call go to a queue (with no agents associated to it).   In the in-queue call flow you have it play your hold music for x seconds, then do a transfer to group action... on failure/no answer of that the call would come back to the in-queue flow again out the failure path of that transfer to group action.

You'd definitely want to test this though as I remember one of the main issues was that agents in group ring lists get alerted while they're on a call if they're not manually set to busy.  If they don't answer that second call they get marked as unavailable/not responding for that particular interaction.  So even if they then go available again they won't get targeted for the call again.  There may have been other issues but the messy nature of the setup meant I walked away from it in disgust :)  Only benefit is it will give you that hold music experience you're after.

------------------------------
Vaun McCarthy

Original Message:
Sent: 02-01-2022 16:12
From: Dianne Gabriel
Subject: Change group ringing to group on-hold music

Hello all!

Hope everyone is doing well.

Our team is looking to change the ringing to on-hold music when a user is being Transferred to Group. So far, all we've seen is the ability to change on-hold music but we haven't found a way to swap the ringing to music. Would this be possible?

Thank you!
Dianne
#Telephony
#Unsure/Other